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* Local shall mean: a. Articles booked and to be delivered within identified PIN codes-for Metro Cities. b. Articles booked and to be delivered within Municipality limit-for cities other than Metro cities. c. Articles booked and to be delivered within the same PIN code delivery jurisdiction- for Small Towns (Kasbas) or Mufussil areas having no defined town delivery area.……..** Metro may be defined as municipal limits of the city w.r.t. Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru. ​

​​​​1.5

​
International EMS articles -All International Mail articles are subject to customs examination. Period for customs examination/ detention is not included in the service standards. These are “End to End” delivery standards for Outbound articles booked in cities with OEs, i.e. Delhi, Mumbai, Kolkata, Chennai and Kochi. For articles booked at other locations, the timelines as per domestic speed post service standards will be added. ​

Afghanistan

3 to 7

​​​Days

Argentina

5 to 9

​ Australia

4 to 8

Austria

4 to 8

Bahrain

4 to 8

Bangladesh

3 to 7

Barbados

5 to 9

Belarus

5 to 9

Belgium

4 to 8

Bermuda

5 to 9

Bhutan

3 to 7

Botswana

6 to 9

Brunei Darussalam

3 to 7

Bulgaria

5 to 9

Cambodia

3 to 6

Canada

5 to 9

Cape Verde

6 to 9

Cayman Islands

5 to 9

China

4 to 9

Cuba

5 to 9

Cyprus

5 to 9

Democratic Republic of Congo

6 to 9

Denmark

4 to 8

Egypt

6 to 9

El Salvador

5 to 9

Eritrea

6 to 9

Estonia

5 to 9

Ethiopia

6 to 9

Fiji

4 to 9

Finland

4 to 8

France

4 to 8

Georgia

2 to 6

Germany

4 to 8

Ghana

6 to 9

Greece

5 to 9

Guyana

5 to 9

Hongkong

3 to 6

Hungary

3 to 7

Iceland

4 to 8

Indonesia

3 to 7

Iran

4 to 9

Iraq

4 to 9

Ireland

4 to 8

Israel

4 to 9

Italy

4 to 8

Japan

3 to 6

Jordan

4 to 9

Kenya

6 to 9

Kuwait

4 to 8

Latvia

5 to 9

Luxemburg

4 to 8

Macao

4 to 9

Malawi

6 to 9

Malaysia

3 to 7

Maldives

3 to 7

Mauritius

6 to 9

Mexico

5 to 9

Mongolia

4 to 9

Morocco

6 to 9

Namibia

6 to 9

Nauru

4 to 9

Nepal

3 to 7

Netherland

4 to 8

New Zealand

4 to 8

Niger

6 to 9

Nigeria

6 to 9

Norway

4 to 8

Oman

4 to 8

Pakistan

3 to 7

Panama

5 to 9

Papua New Guinea

4 to 9

Philippines

3 to 7

Poland

5 to 9

Portugal

4 to 8

Qatar

4 to 8

Romania

4 to 8

Russia

5 to 9

Rwanda

6 to 9

Saudi Arabia

4 to 8

Senegal

6 to 9

Singapore

3 to 6

South Africa

6 to 9

South Korea

3 to 7

Spain

4 to 8

Sri Lanka

3 to 7

Sudan

6 to 9

Sweden

4 to 8

Switzerland

4 to 8

Taiwan

3 to 6

Tanzania

6 to 9

Thailand

3 to 6

Tunisia

6 to 9

Turkey

3 to 6

UAE

4 to 8

Uganda

6 to 9

Ukraine

5 to 9

United Kingdom (UK)

2 to 6

United States of America (USA)

4 to 7

Vietnam

3 to 7

Yemen

4 to 8​

​​​​​​

2

Financial Services -

Money Remittance

Time from booking to transfer / payment

Unit in Days /Minutes etc.

2.1

Instant Money Order
payment on same day.(service available at specified offices)

Booking of imo to generation of ​receipt

13

Minutes

Payment on production of code and ID by receiver at the destination post office​

18

​Minutes​

2.2

Delivery of Money Order

Local* and between Metro Cities *** Local – within Municipal City limits** Metro- Delhi, Mumbai, Kolkata, Chennai, Hyderabad and Bengaluru

2

WorkingDays

Rest of India

4

2.3

International Money Transfer Service (Payments of instant Inward remittances received through Money Transfer operators like Western Union / MoneyGram) (Service available at specified offices)

To check the Agency Number, Authorization and validity of the Small Savings and Postal Life Insurance Agents and Rural Postal Life Insurance Agents before carrying out any transactions with them

3.3

To keep pass book updated and secure. Obtain receipt if passbook is handed over to the post office. Check that the last balance in the Pass Book matches with that written in the receipt

3.4

To make nominations for all Post Office Savings Bank Accounts, Savings Certificates, Postal Life Insurance and Rural Postal Life Insurance

4

Financial Services

4.1

Not to disclose the code number/Secret code of instant money order, MO Videsh and Mobile Money Remittance Service communicated by the Post Office to any person other than the recipient/s.

4.2

To bring the officially valid ID for iMO payments

4.3

While availing of the Mobile Money Remittance Service, production of secret code (as communicated by sender) and confirmation SMS (as sent by PO to the receiver) at the destination post office by the receiver

5

Savings Bank / Cash Certificate/Postal Life Insurance Services

5.1​

To collect receipt when handing over requests for transfer or deceased claim cases

6

General / Public Grievance Redress Services

6.1

To lodge a complaint within 60 days of the transaction/availing of a service, relating to any deficiency in service

D.2

Grievance Redress Mechanism (GRM) in the Department of Posts

1

When to lodge the complaints

Complaints are to be lodged within 60 days of the transaction / availing of a service

Complaints like claims and customer requests for Post Office Savings Bank , Savings Certificate , Postal Life Insurance and Rural Postal Life Insurance are to be lodged after the number of days in the prescribed service standard is over

2

​Where to lodge the Complaints

Complaints and Suggestion Book for complaints pertaining to services in the post office in particular or for giving suggestions for improvementComplaints and Suggestion Book is available in all post offices and is required to be given to customer when demanded.

In case the complaint is not redressed in time or to the satisfaction of the customer the complaint may be taken up with the Postmaster General of the Region or the Chief Postmaster General of the Circle